Principal Cloud Support Engineer - Wasabi

At Wasabi, we’re a proven collection of pioneers, visionaries and disruptive doers taking the Cloud Storage industry by storm. Wasabi hot cloud storage is a new class and category of cloud storage, breaking all traditional barriers with a disruptive value proposition of being 1/5th the cost of AWS S3, faster than the competition, and with no fees for egress or API requests.

Wasabi is based in Boston, MA, but we are open to remote candidates based elsewhere in the United States.

Role Purpose

Wasabi’s Principal Cloud Support Engineer will serve as the highest-level technical resource within the Support team. This role extends beyond advanced troubleshooting into technical leadership, managing escalations, owning internal training programs, and serving as a trusted technical advisor for enterprise customers and partners. You will leverage deep expertise in cloud storage, networking, and distributed systems to drive operational excellence, improve support readiness, and strengthen customer relationships.

Responsibilities

• Act as the highest escalation point for the Technical/Cloud Support team for complex customer issues.
• Lead root cause investigations and collaborate with Engineering to resolve protocol, performance, or interoperability challenges.
• Own and deliver the technical training program for Support, including onboarding, advanced troubleshooting techniques, and documentation.
• Provide technical advisory and white-glove support to Wasabi’s strategic enterprise customers and partners.
• Oversee escalation workflows and ensure consistent handling of high-severity customer incidents.
• Engage with Wasabi Sales, Product, and Development engineers worldwide to improve Wasabi’s services and customer experience.
• Mentor and coach Technical/Cloud Support Engineers and Senior Technical/Cloud Support Engineers to elevate team capabilities.
• Drive improvements in supportability, diagnostic tooling, automation opportunities, and internal processes.
• Create and maintain advanced troubleshooting guides, KB articles, and internal knowledge documentation.

Requirements

• Expert-level hands-on experience with AWS S3 Cloud Storage or compatible object storage.
• AWS Solutions Architect Associate Certified (Professional certification preferred).
• Bachelor of Science degree in Network/System/Computer Science (Master's degree preferred).
• 10+ years of relevant work experience.
• 10+ years of experience in technical support, network operations, or cloud infrastructure roles.
• Extensive experience supporting mission-critical systems that operate 24x7x365.
• Deep understanding of backup software, applications using APIs & SDKs, and object storage integrations.
• Strong knowledge of Linux and networking protocols such as HTTP, TCP/IP, DNS, TLS.
• Demonstrated experience leading escalations, mentoring others, and interfacing with enterprise-level customers.